CommentsComments, compliments and complaints

Our residents are our top priority so we want to know how we are doing, and we want to resolve any concerns as quickly as possible. 

What are comments

A suggestion or observation about a service delivered by us, a supplier or partner.

What are compliments

Praise for an individual or a service delivered by us, a supplier or partner.

What is a complaint

At Epping Forest District Council, we define a complaint as 

An expression of dissatisfaction, where you feel any of the following has happened

  • Failure to provide a service, or experience of dissatisfaction with the way we have provided a service
  • Unreasonable delays with the provision of a service
  • Dissatisfaction with the way a policy has been applied or a decision made
  • Failure to fulfil our statutory responsibilities
  • Provision of inaccurate or false information and advice to you
  • The conduct of staff, partners or contractors has been inappropriate

We do not include initial requests for a service as part of our complaints process. Such requests will be directed to the right team so they can manage this as part of their normal processes. Examples of service requests include

  • Reporting an abandoned vehicle
  • Reporting fly tipping
  • A missed bin collection

If you have already reported it and we failed to do something, then a complaint can be raised. 

How can I raise a concern

Please make sure you have read our policy below and understand whether you should make a complaint or whether there is an alternative way of contacting us. 

If you would then like to raise a concern with us

You can also

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